Studying waiting time in pharmacy: A strategy for improving patient satisfaction

Area of Science:

• Pharmaceutical Sciences
• Health Services Research

Background:

• Medication waiting times are critical for patient care and satisfaction.
• Hospital pharmacy services face challenges in meeting efficiency standards.

Purpose of the Study:

• To analyze medication waiting times for compounded and non-compounded services in public and private hospitals.
• To identify factors influencing prescription delays and their impact on patient satisfaction.

Main Methods:

• Quantitative cross-sectional study with two data collection phases.
• Involved outpatient prescription data and surveys of pharmacists and pharmacy technicians.

Main Results:

• Average waiting times exceeded Ministry of Health standards in both public and private hospitals.
• Compounded prescriptions: 80 min (public) vs. 36 min (private). Non-compounded: 64 min (public) vs. 43 min (private).
• Key factors: high staff workload, prescription complexity, and insufficient staffing.

Conclusions:

• Hospital pharmacy waiting times require significant improvement to meet national standards.
• Addressing workload, staffing, and prescription management is crucial for efficiency.
• Patient satisfaction is linked to information technology, SOPs, and human resource management.